Head of Customer Support

Snout; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a mission-driven startup that’s transforming pet healthcare financing! As the Head of Customer Support, you’ll lead a dedicated team ensuring exceptional service for clinics and pet owners alike. This role is perfect for someone who thrives in a fast-paced environment, loves building systems, and is passionate about making a difference in the lives of pets and their owners. You'll have the opportunity to shape the customer support function, implement innovative solutions, and foster a culture of empathy and responsiveness. If you're ready to make an impact in a growing company, we want to hear from you!

Benefits

Competitive Salary

Equity Options

Comprehensive Benefits Package

Flexible Work Environment

Collaborative Team Culture

Qualifications

• 2+ years of experience in customer support management with proven high CSAT/NPS scores.
• Strong skills in problem solving and project management, with a focus on customer needs.

Responsibilities

• Lead and grow a compassionate customer support team focused on high satisfaction scores.
• Scale support functions using technology and systems while managing escalations.

Skills

Customer Support Management

Problem Solving

Emotional Intelligence

Project Management

Communication Skills

Tools

Slack

Notion

MS Office

Google Suite

Job description

Our mission

At Snout, our mission is to ensure no one ever has to make a healthcare decision for their pet based on the money in their bank account. As a modern financing alternative to traditional pet insurance, Snout wellness plans cover 100% of routine veterinary care like vaccinations, unlimited visits, and other valuable member benefits — designed to be used, not forgotten. We help pet owners prioritize care while removing financial risk for veterinary practices.

The opportunity

Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the US. We’re a small but mighty startup team of <30 employees. We're searching for a pet and customer obsessed Head of Customer Support to help scale our payment processing, customer support, and collections functions.

The role

At Snout, we believe that every interaction matters, and as our new Head of Customer Support, you’ll be at the heart of it all. You'll lead and grow a team of compassionate Customer Support Representatives, making sure that both clinics and pet parents feel truly cared for at every step of their journey with us. You’ll hire, train, and develop a support team that’s known for outstanding service, fast payment processing, and sky high CSAT/NPS scores. And when the occasional fire pops up? You’ll be ready to jump in, handle escalations thoughtfully, and make judgment calls that are fair and empathetic for everyone involved. You’ll set the gold standard for what warm, responsive, and professional support looks like, nurturing long-term relationships with our clinics and members alike. Additionally, you’ll be designing our customer support function to scale leanly.

The right candidate will be an experienced leader who knows how to build and motivate a thriving support team — and you’ve got the high CSAT/NPS scores to prove it. You're just as comfortable rolling up your sleeves to work alongside your team as you are stepping back to see the big picture. There will be a high demand of communications between veterinary clinics, pet owners and a remote team across several platforms under your oversight, so you will need to have strong multi-tasking and prioritization abilities with heavy attention to detail. Stand out candidates lead with empathy, think in systems, and always looking for ways to work smarter, not harder. You’ll have prior experience leveraging technology and systems to scale your team, for instance, researching software platforms or working with our engineering team to optimize your team’s workflow and reduce workload.

If you're excited to build something meaningful, make a real impact, and grow alongside a mission-driven company, we’d love to meet you!

Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box — and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 50% of “what we’re looking for.” If you need any accommodations during the application or interview process, please let us know — we’re happy to support you.

What you’ll do

• Scale and organize our clinic support function using technology and systems
• Manage, train, and coach a growing team dedicated to customer support and high CSAT/NPS scores
• Jump in to help resolve escalations, solve complex problems, and support clinics when needed
• Perform and oversee all duties performed by the customer support team
• Collaborate cross-functionally and act as the voice of our clinics in product discussions and feedback loops with engineering
• Set customer support standards and attain high CSAT/NPS scores

What we're looking for

• 2+ years of experience running a customer support function or team where you’ve been able to improve old systems or build new systems to prioritize an ever growing list of customer issues based on importance, frequency, stakeholders affected, etc. in order to achieve high CSAT/NPS scores
• Problem solving using first principles and project management skills
• High emotional intelligence including empathy
• Experience leading a team — you know how to coach, inspire, and bring out the best in others
• Someone technologically savvy — you love learning about AI and championing using new technologies similar to Front, Linear, Notion, etc. in workflows
• Strong customer service skills applicable to phone etiquette and email composition
• Excellent written and verbal communication skills along with being well versed in software tools like MS Office or Google suite
• Travel flexibility

Bonus points for

• Practice Manager or Lead Veterinary Technician experience
• Experience with Slack, Notion or ticketing platforms is a plus
• Tolerance for working in a fast-paced technology environment with high ambiguity
• An interest in technology, startups and innovation
• Dedication to absorb and uphold company policies and procedures

Why you should join Snout

• A chance to be a part of a mission driven company in the pet industry without having to be in clinic
• This is a small team where every person’s contributions are highly valued and hugely impactful to our trajectory
• You will be given the opportunity to play multiple roles and grow professionally in many aspects
• Enjoy a collaborative, flexible and remote environment that respects your time and life
• Competitive salary, equity options, and comprehensive benefits package (medical, dental, vision, 401k)

Why you should NOT apply

• You don’t have a quiet home office with reliable internet, webcam and microphone capabilities and need in person community
• You don’t have the flexibility to travel
• People management and building scalable systems is not your strength or interest
• A fast-moving, startup culture feels overwhelming to you
• You don’t enjoy helping clients and can’t handle dealing with negative or difficult clients
• You’re uncomfortable juggling multiple priorities and wearing multiple hats
• You aren’t comfortable with ambiguity and figuring things out as you go